Welcome to SGSASupporting the Service Industry

SGSA delivers professional services and classesfor the technical support and field service industries

SGSA Limited

The resource site for the senior management of customer service, technical support and field service organisations. SGSA has the expertise, knowledge and tools available to help your support organisation deliver the level of service your customers expect. Our team of qualified consultants have support industry backgrounds and understand your business. We offer a support centre health check that will enable these practitioners to identify exposures in your support business that left unchanged will impact your customers, company or employees.

Consultants

Our senior consultants are available to help you implement and manage changes that will help you develop a highly productive support operation achieving superior levels of customer satisfaction and loyalty. The result is an improvement in the levels of service delivered to your customers that establishes a benchmark for your competitors to meet.

SGSA instructors deliver public and private classes developed by Service Strategies Corporation, the Consortium for Service Innovation and Alexander Consulting throughout Europe, the Middle East and Africa.

FEATURES AND SERVICES

Why do people choose SGSA?

Independent Audit of Service Quality

Participating organisations have the opportunity to undergo an independent audit of their operations annually to ensure they are meeting the stringent requirements defined in the SCP Standards.

Industry Benchmarking

The unique evaluation process used to measure performance enables benchmarking among certified organisations for all business factors defined in the programs.

Best Practice Sharing

Participants in the SCP Standards have access to best practices used within the community through online best practice examples, best practice showcase events held around the world, and through networking with peers in the industry. The best practice sharing helps to enhance performance and leverage the experiences of industry leading organisations.

Certification Insider Newsletter

The Certification Insider newsletter helps keep SCP Standards program participants up to date on what's happening in the community. The monthly newsletter includes information on upcoming events, newly submitted best practice examples, articles, and other valuable information.

Member Website

SCP Standards participants have access to a member website dedicated to providing information and best practices to the standards community.

And more...

PEOPLE INVOLVED

The Team

Steve Brand

Senior Consultant

SGSA is headed by Steve Brand, an industry practitioner with over twenty years technical support and field service experience in the aerospace, electronics and software industries.

Michelle Busby

Service Account Manager

Michelle Busby is a service account manager with SGSA, having joined the company in 2016. Michelle has worked in business development for fifteen years across the high tech, construction, charity and recruitment industries.

Julie Taylor

Senior Consultant

Julie Taylor has 25 years’ experience with large multinational organisations and is able to provide valuable insight into human behaviour; why people behave as they do, the impact this has on the individual, others, the team and ultimately the end results.

CUSTOMER TESTIMONIALS

What Our Customers Think

PTC has been partnering with SGSA since 2005 to develop individual contributors, account managers and people managers in Support Services. The relevant content combined with the diversity of the students in the classes, the certifications and the domain expertise of the trainers, are giving perspectives and delivering continuous value to PTC employees.

- Stéphane Pinault

VP Support ServicesPTC

SGSA is a resource we use for the really hard questions about best practice in a B2B customer service context. They completely understand the business management/customer/staff relationships and how they should be handled in a 21st Century business. I've attended a couple of their training seminars and my take away from them has enabled me to be much more effective in my roles.

- Kevin Lynch

Service & Support Project Manager

I have benefited from the services provided by SGSA for around a decade, most recently as VP of Service at Nexmo, a cloud communication platform provider. Teams I have managed have enjoyed the SGSA training, including Knowledge Centered Support, support management and troubleshooting. I have personally appreciated good advice about best practices, and gained valuable industry insights and networking opportunities from the SGSA Executive Forums..

- Phil Holcombe

VP ServicesNexmo

SGSA has amazing consultants that have a depth of knowledge of the Support and Services world. They very often come up with breakthrough results that will allow the team to move forward leaps and bounds in a very short time. If you have a business where you support your end customers and you want to improve the service you offer – then invest in this company. I will continue to use SGSA wherever possible.

- Nick Falkingham

Go To Market Program DirectorIBM

INFORMATION AND CONTACT

Want to contact SGSA?

About Us

Headquartered in Harpenden, Hertfordshire, SGSA supports the service industry by providing career development for support and service employees and the creation and sharing of best practices for the industry.

The company hosts over twenty public training classes per annum and additional bespoke classes on clients' premises.